LOST, DAMAGED OR SOILED ITEMS
If goods are damaged, not returned or in need of cleaning, the necessary replacement or cleaning costs will be charged to your nominated credit card once inspected upon return. Confirmation of these charges and photos (if applicable) will be emailed to you.
WHAT IF I NEED TO CANCEL MY ORDER?
In the event of cancellation by the hirer, 8 weeks notice is required to receive a refund. A cancellation fee of $100 per order will apply. For orders totalling more than $300 a 25% cancellation fee will apply. If you cancel within 28 days of hire date, any refund of monies is at the discretion of management.
PICKING & HANDLING FEE
A flat fee of $35 is applied to all orders on checkout for picking and handling to prepare your order.
FURTHER INFORMATION ON SPECIFIC ITEMS
Please ensure that you read the following information specific to the product that you have hired as this will help you care for the items. All items are returned in the same condition that they were given to you in & if you receive an item in a box please return the item in the same box.
CHAIRS & STOOLS
Our chairs & stools are provided to you clean and in one piece, please return them to us in the same condition. If they happen to get dirty, i.e muddy, sandy, dusty or have grass stuck to them please ensure that you wipe them down prior to return. If the chairs get wet at any point please make sure they are wiped down as soon as possible. If the chairs are returned dirty there is a $2.50 cleaning fee per chair for cleaning. If any of the chairs are missing or broken on return, we will notify you of the replacement cost depending on what chair you have hired.
NATURAL WOVEN MATS
If you are using the natural woven mats on the beach please ensure that you shake the sand out of them as much as possible prior to folding or rolling them up. We are happy for you to use light coloured fresh petals on these mats, however please do not use red petals as they will stain. Please DO NOT GET THESE MATS WET. In the event that they do get wet or damp please ensure that you leave them laid out in the sun on the ground to dry. If rolled up wet they will go mouldy and we are not able to get the mould out of them. The replacement fee per 3m natural woven mat is $175 each.
WHITE OUTDOOR AISLE RUNNER / RED OR BLACK CARPET AISLE RUNNER
Please ensure that you shake the carpet out and brush off any leaves or grass that may be on the carpet. If the carpet does get wet during use please leave rolled out to dry. NO PETALS, CONFETTI OR LEAF CONFETTI CAN BE USED. Replacement fee for our red & white carpet is $400 per 6m. Cleaning fee is variable depending on how soiled it is.
SINGLE ARCH WITH DRAPING
Please follow the instructions provided when putting up your arch at your ceremony location. Be gentle when taking down the arch and ensure that no poles are dropped to the ground as this may cause the bamboo to crack. If the arbour draping gets wet or damp during use please keep it out until it is completely dry and roll it up neatly afterwards. If the arbour draping is rolled up wet it will go mouldy.
FAUX FLOWERS
Flowers can be quite delicate if not handled correctly. Try not to crush the flowers or get them wet or dirty. Organza ribbon attached to the flowers needs to be tied on when returned. If the flowers are returned damaged or dirty, a replacement fee of $10 per spray will be charged.
SILK PARASOLS
Silk parasols are not suitable to use in the rain. If they do get wet or damp please ensure you leave them out to dry. We ask that you are gentle when putting the parasols into their buckets as the bamboo on the inside of the parasol can break if handled roughly. Replacement fee of each parasol is $10.
UMBRELLAS
Please ensure that umbrellas are returned clean & dry. If they are used in the rain, please flick them open at home so that they dry completely before returning.
CHAIR COVERS
Our chair covers are suitable for indoor chairs only. We will wash the chair covers when returned, however if there are large stains (eg. Red wine stain) that is difficult or cannot be removed a replacement fee will be charged. Please ensure that all chair covers are not inside out prior to being returned and are folded neatly.
TABLE LINEN – CLOTHS & NAPKINS
Please do not leave folded when wet. The table linen will get washed when returned, however if there are large stains (eg. red wine or food stains) that is difficult or cannot be removed a replacement fee will be charged. Please ensure there is no food attached to the cloth and please cloths are folded when returned.
VASES
Each vase is provided to you clean, please ensure that you wash them out or clean with window cleaner prior to being returned. Each vase is to be returned in its box. Make sure that you let your venue know that not to throw away the boxes. Replacement fees for vases range between $10 and $30 each. If returned back dirty, a cleaning fee of $5 will be charged per vase.
CANDELABRAS
No wax tea lights are allowed to be used in our candelabras. Please use LED only.
TEALIGHT HOLDERS
If you are using real wax candles ensure you remove each burnt out candle. If wax is on the tealight holder please clean this prior to returning your hire. Cleaning fees for tea light holders if returned with wax on them varies depending on how dirty they are. Replacement fees for our tealight holders range from $1 to $3.50 each.
MIRRORS
Please use window cleaner to wipe all marks off the mirrors before being returned. A cleaning fee of $2 per mirror will be charged if they are not returned clean. If lost or broken a replacement fee will be charged.
BLACKBOARDS
Blackboards are to be wiped clean of all chalk before being returned to us. A cleaning fee will be charged if they are returned dirty or with writing still on them.
